More Than a Bank: Banco Azteca as a National Platform for Social Resilience

A financial institution’s value is not proven in moments of calm—it is tested in moments of crisis. Banco Azteca, one of Mexico’s most recognisable financial institutions, has built its legacy on one defining principle: resilience is not a slogan—it is the foundation of its identity. In a country where millions rely on daily liquidity to survive, Banco Azteca has embedded itself as a pillar of stability, particularly for those most vulnerable to disruption.

Resilience Rooted in Presence

Throughout its 22-year history, Banco Azteca has focused on serving clients often overlooked by traditional banking models: informal workers, self-employed earners, and rural communities. These are the segments of society that do not stop working—because they cannot afford to. And Banco Azteca has responded in kind—by refusing to stop showing up.

During the COVID-19 pandemic, while much of the financial system shuttered or scaled back operations, Banco Azteca kept every one of its branches open. “We didn’t pull back. We adapted, but stayed fully active, every day,” says Alejandro Valenzuela, Chairman of the Board. That commitment yielded striking results. Between 2020 and 2022, the bank’s loan portfolio grew by over 40 percent. Even more tellingly, over 96 percent of clients continued making payments on time—without requiring government aid, deferrals, or freezes.

This level of discipline reflected not only the quality of the bank’s portfolio but the tenacity of its customers. “If you stand by your customers,” says Valenzuela, “they will stand by you.”

Operational Agility in Disaster

The bank’s commitment to resilience was again put to the test in October 2023, when Hurricane Otis struck the state of Guerrero with devastating intensity. Infrastructure in Acapulco was decimated. Telecommunications failed. Electricity was down. Yet within nine days, Banco Azteca had reopened six branches—making it the first financial institution to resume service in the area.

Using generators and reinforced security measures, the bank ensured access to critical financial services such as cash withdrawals, remittances, and balance consultations. It even waived ATM fees—not just for its own customers, but for users of other banks. “This was not charity,” says Valenzuela. “It was our responsibility. When systems are down, liquidity and trust must remain up.”

This rapid reactivation was not a one-off campaign. It reflected the institution’s embedded operating model. Banco Azteca does not distinguish between normalcy and crisis—it functions with continuity, responsiveness, and decentralised decision-making. Whether through physical infrastructure or digital platforms, its mission is consistent: to meet people where they are, especially when they need it most.

A Model of Scale and Permanence

Banco Azteca’s network spans over 2,000 branches—the largest private banking footprint in Mexico. But its strength lies not in scale alone. It is in permanence. Branches are not limited to financial districts but are present in local markets, remote towns, and high-density communities. The bank also operates in digital spaces, with 22 million active users and over 5.9 billion transactions processed through its mobile app last year.

Product design reflects this reach. Banco Azteca is the number one lender of personal loans in Mexico. Credit is offered not as a speculative instrument, but as a means of social mobility—supporting health expenses, education, small business operations, or emergency needs.

Designing for Inclusion

Resilience, in Banco Azteca’s philosophy, begins with access. Financial services are tools for absorbing shocks, making decisions, and managing uncertainty. This belief is why the bank has invested heavily in financial education. Its flagship programme, Aprende & Crece, reached over 1.68 million direct participants in 2024, delivering more than 152 million educational impacts via digital channels, workshops, and webinars.

These efforts are targeted. Special attention is given to women, youth, and migrants—groups historically excluded from formal financial systems. In 2024, the bank launched Guardadito Sin Fronteras, a savings account tailored for migrants and refugees in Mexico. Beyond simplifying remittance reception and account access, the product includes medical, legal, and psychological support—delivering holistic aid in contexts of vulnerability and displacement.

Meanwhile, onboarding has been simplified within the bank’s mobile app to assist users with limited financial or digital literacy. “Inclusion must be accessible, practical, and humane,” says Valenzuela.

The Tech Behind the Trust

Technology underpins Banco Azteca’s ability to deliver responsive services at scale. In 2024, the bank received the UiPath AI25 Global Award for its pioneering use of artificial intelligence and automation. A total of 190 automation processes were introduced, reducing transaction clarification times from 13 days to under 24 hours in over half of cases.

These gains are particularly meaningful for lower-income customers, who often rely on immediate access to funds. By blending AI with traditional banking principles, Banco Azteca has created a service model that is fast, accurate, and human-centred.

Customer Engagement and Satisfaction

The bank’s technological evolution goes hand in hand with user experience. In 2024, significant enhancements were introduced to its mobile app—including a more intuitive interface, easier credit applications, and improved access to savings and remittance tools. These changes prioritise first-time users and the bank’s core demographics, many of whom prefer to transact via mobile but demand the same reliability they would receive in a branch.

“We meet customers wherever they are—in a branch, in the app, or in a crisis zone,” Valenzuela adds. “That’s what trust looks like.”

Governance, Ethics, and Security

In an era of expanding digital operations, Banco Azteca has reinforced its governance structures. It operates under the Grupo Elektra Code of Ethics and Conduct, ensuring transparency, integrity, and accountability. In 2024, the bank strengthened digital risk management systems, particularly around fraud prevention and identity verification. These are monitored continuously and supported by internal training and supervisory frameworks.

Banco Azteca also adheres to the highest standards of data privacy across its platforms, ensuring compliance with Mexican and international regulations.

A Broader Social Role

Banco Azteca’s role extends into cultural and social responsibility. In 2024, the “Apoyar Nos Toca” initiative supported students from Oaxaca participating in a national mathematics competition—eliminating financial barriers to academic participation. It also backed Casa Fuente, a shelter for migrant families, by responding to operational needs in real time.

The bank continued its cultural inclusion programme, Arte para Todos, through sponsorships of major public events such as Design Week Mexico and BADA, promoting wider access to artistic and creative experiences.

What Resilience Looks Like

Leading multilateral institutions such as the World Bank, IMF, and United Nations have outlined the critical role financial institutions must play in times of disruption. The World Bank frames resilience as the ability to maintain functionality during crises. The IMF stresses continuity of liquidity. The UN points to the essential role of physical and institutional presence.

Banco Azteca meets these expectations not in theory, but in practice. It does not vanish when conditions become difficult. It activates, it adapts, and it delivers.

In the words of its Chairman: “Resilience is not a line item in our business model. It is our way of doing business.”